Category

Claims

Access your account and select the "Support Tickets" option in the upper right-hand corner of the interface. Once there you can open a new support ticket. Follow the prompts on the screen and select the appropriate option. You can also report a lost/damaged package from the 'Sent Packages' tab.

Insurance

IMPORTANT NOTE: Insurance isn't always offered, carrier and country restrictions may apply.

Delivery Insurance
Covers the declared value (you put on the customs declaration form) and the shipping costs paid if the package does not deliver.

Damaged & Delivery Insurance
Covers any damaged or lost packages in the amount you declared on your customs declaration form when shipping. It will also cover any damage made to the items within your package or if the package arrives empty.

2. Find your package that's in question and select the options on the right of it (as shown below).
3. A form will pop-up (as shown below). On the form you'll be able to select from 3 different package related issues, select the one that applies to you. Please be sure to follow the instructions given to you on the form after making your selection.

4. Processing The Claim
When the claim is entered in the system, it will appear in your account. We will notify you once we have further information. You can see updates about any open issues and claims in your Shipito account.

This process can take from several weeks to months depending on the carrier and when they get back to us.

IMPORTANT NOTE:

Claims are only available through shipping methods with tracking numbers.

If you do not file the claim within 10 days it will be automatically declined.

If you receive a refund for your package, it will be the amount you entered on your customs declaration. Please make sure
this value of your item is accurate.

Refunds are processed through the original form of payment when possible. If you deposited funds into your account using either Bitcoin, wire transfer or a card that has now expired, we will process your refund via PayPal if you provide us with a PayPal email.

Fraud

Shipito takes fraud very seriously and we do everything we can to eliminate fraud. We have systems and processes in place to protect our clients as well as retailers shipping packages to our warehouses.

We have a strict, zero tolerance policy for fraudulent activities. If your account is suspected of fraudulent activity it will immediately be placed on security review. Pending our findings, your account is subject to cancellation.

If you're a retailer suspecting a fraudulent transaction, please contact us immediately. We want to work with you to help resolve the situation and prevent this from happening again.

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